Call Recording of Nortel Virtual Office

[DancingDave]

Is anyone using Nice to record virtual extensions defined in Nortel's Virtual Office (a standard Meridian Feature)?

The phone is programmed with a dummy number. The user can log in to the phone to bring down his extension number (not same as log in for ACD calls). User can log on to several phones of same type (either 3904 or 3903), similarly, a phone could be logged in by any number of users at different times.

Any info would be appreciated.

David

Current Nice software level is 8.8, Merdian level is 25.40

 

[biglebowski]

If you have a CLS this is supported.

Are you suggesting coconuts migrate?

 

[DancingDave]

Thanks for the quick reply.

Yes we have a CLS. How do you configure the channels that are recording the phones?

In our current environment, the channel is labelled as either the position ID (ACD users) or extension number (non-ACD users) of the phone, however in the Virtual Office world this could be one of many numbers.

Do you have to have multiple entries for each possible combination in your logger/channel/position mapping file on the CLS?

Cheers

Dave

 

[biglebowski]

You need to put 1 to xxx in the mapping table against station and the device needs to be phone id but when you label it in admin you can use the TN or something you recognise to id the extn. When you need to find calls you need to query by agents on CLS and extn id and it will display the calls on the different logger channels for the extn id logged in to that phone. The meridian uses the phantom id to route calls for the extn logged in to the phone so essentially each TN will have an extn number but it is used for internal pbx call routing. The switch still outputs the CDR info as extn (the one used to log in to the phone) and the CLS can search by this extn number. I have never tried this myself but the info comes from NICE (if you've dealt with nice you know that doesn't mean it's reliable). Have a play around if you need any docs on logger def tool or CLS give me a shout.

Are you suggesting coconuts migrate?

 

[DancingDave]

Cheers Biglebowski.